Q.  How does a pre-paid card work?

A.  Our HELLO pre-paid phone cards come in different dollar amounts (their "denomination" or "face value") - $10, $20 or $50 per card. This is the amount of call time you have available on the card - however, the card can be easily and instantly recharged if required.  Your HELLO prepaid phone card has a local access number* to call to initiate your call and includes an individual Personal Identification Number (PIN). For security, the PIN is hidden by a scratch-off coating that you remove after buying the card.  To place a call, dial the access number and follow the recorded instructions. After you enter the PIN, you'll hear a recording about your available minutes or remaining balance. For detailed instructions, click here.
*(a per minute surcharge is only applied if you call the 1800 access number). Calls from mobile phones may incur additional costs.
 

Q.  How do I find a phone card that is best for me?

A.  There are a number of different ways to find the best prepaid phone card for you.

• Click on the EzySelect 'Find the best card' which lists the best rates by country

• Browse through our phone cards (using the top navigation link under PhoneCards)

• Contact our customer support team and discuss your requirements.  They can be contacted on 1300 369 888.

Q.  Guarantee

A.  We want you to be totally satisfied with your purchase. In the unusual event of defect or failure of phone cards sold by Tel.Pacific, a prompt replacement of the card(s) or lost minutes will be made. Period! Tel.Pacific's guarantee is limited to the original retail purchaser and is non-transferable. Claims against Tel.Pacific's guarantee must be made within 30 days of purchase. Our guarantee is void if the product submitted for replacement has expired or where the customer has used the product to any degree. Tel.Pacific's liability will not exceed the purchase price of its defective products, and make no warranty of its products with respect to incidental, consequential, or other damages.





Q.  Security - is my credit card secure when I order?

A.  Our transactions are encrypted by THAWTE's 128 bit Secure Socket Layer (SSL). SSL is the industry standard in ecommerce protection. If you see the padlock in the bottom right-hand corner of your browser status bar you know that a digital certificate has been installed onto this website and that SSL encryption is in place. This means that information being transmitted between your Web Browser and the Web Server you are connected to on the Internet is safe from being tampered with. This means that every transaction you make while shopping at our site is 100% safe. Lastly, we maintain a vigorous consumer protection policy to halt fraudulent credit card users.

Q.  Return Policy

A.  Tel.Pacific pre-paid phone cards and PIN numbers are active immediately upon purchase, and cannot be cancelled. Therefore, we cannot accept returns. However, please view our guarantee if you are having trouble with a phone card.

Q.  Card expiry date

A.  All cards sold by Tel.Pacific have an expiry date, which is notified on all cards - either 3 or 6 months. This expiry date occurs either 3 or 6 months after the PIN number is registered and consequently activated . Any unused minutes on a phone card will be forfeited at the point of expiration, unless the card is recharged prior to this date. If the card is recharged prior to the expiry date, the remaining minutes on the card will be carried over for the next period, until the next expiry date (either 3 or 6 months thereafter, depending on the card).
 

Q.  What is a connection fee?

A.  Our HELLO pre-paid phone cards do not have a connection fee.  However, some of our low rate phone cards have a connection fee associated with them. A connection fee is charged against your phone card every time you make a phone call. Typically, these types of phone cards are best suitable for people whose calls last more than half an hour.  Therefore, please keep this in mind when considering any phone card with a connection fee.
 

Q.  How do I recharge my card?
There are two ways to recharge  your card: 

• automatically, using our integrated voice recognition technology - just call the recharge telephone number printed on the card and follow the voice prompts; or

• manually, by contacting our customer service team.  You'll be required to provide your card's PIN number for verification, plus credit card details and the dollar amount you would like to recharge on your card. 

Both methods provide instant recharge, provided you are using a valid credit card number.

Q.  Problems with international call

A.  Very infrequently, our international carriers may be experiencing difficulties with their infrastructure network which may cause serious static, interrupted calls or even an inability to call the country. This is experienced by all international networks. Should you experience a problem with the phone line, hang up and contact our Customer Service team on 1300 369 888 immediately. We will contact the carrier, determine the fault and check the service on your behalf, subsequently advising you of the situation.

Q.  I forgot my PIN

A.  In the event that you've lost or have forgotten your PIN for your prepaid calling card, please contact our Customer Support team.  You'll be required to correctly answer several questions which will help us verify/authenticate the legitimacy of the call.  This is to prevent unauthorised people using your card.  If you are unable to answer the questions correctly, unfortunately, there is nothing we can do to assist you.  Please ensure you keep your card and PIN number is a secure place at all times.

Q.  What is PINless dialling

A.  Make phone calls without having to dial your PIN. PINless dialing is a convenient feature that allows you to register your phone number(s) so that you can place long distance calls without having to dial a PIN or access number. International calls (prefixed with 0011) are automatically routed via our network. Calls are charged via a direct dial account through Tel.Pacific, which are charged via a direct debit account. Simply, it's more convenience yet at the same low rate. For details, click here.

Q.  How does online delivery work?

A.  When purchased through this Web site, Tel.Pacific Phone Cards can be delivered in 2 ways: by mail or online. With online delivery, the Dial Number and PIN are delivered online through this Web site rather than a plastic card being mailed to you. Simply print out the Dial Number and PIN. It's active as soon as you get it, so you can start making calls right away.  Note: All online orders are subject to credit verification and in some cases could take up to 2 hours to process before your Dial Number and PIN are delivered.